Speech Analyst

Your Impact as a Speech Analyst







A Speech Analyst supports contact center operations by using speech analytics technology to review and interpret customer calls. They listen to call recordings, analyze transcripts, and identify patterns related to customer concerns, agent performance, and compliance with company policies. By flagging common issues and areas where agents may need additional support or training, they help improve call quality and operational efficiency within the contact center.



At the business level, a Speech Analyst contributes valuable insights that help shape service strategies and customer experience initiatives. Their findings can inform updates to scripts, influence process changes, and guide training programs to address recurring issues. By providing clear, data-driven feedback to both managers and frontline staff, Speech Analysts help drive improvements that lead to higher customer sati...